ServiceNow
Turn incidents and requests into ServiceNow work items, and keep status in step across your tools.
54 ways to read, 17 ways to write, each write switched on by you.
Quality checks
Built and tested with example responses.
- Ready to connect: doneEvery listed action is built in.
- Built and tested with example responses: doneEach action is built from the provider’s published API and tested against example responses, errors, rate limits and paging.
Connected, approved, proven.
The things teams do most with ServiceNow, an example flow with a person in the loop, and what Nexra keeps as proof.
Top actions
- Create change requestApproval by rule
- Create configuration itemApproval by rule
- List approvalsRead
Example flow
- Cognite Data Fusion · Read datapointsDone
- ServiceNow · Create incidentNeeds approval
- Nexra · Record the decision and result in the evidence chainProven
Example workflow. Routine runs go through on their own. Only a change your rules flag, such as one over a limit you set, waits for the right person, who sees the exact change and the rule before it reaches ServiceNow.
What gets logged
- Whether it ran on its own or who approved it, and under which rule
- A fingerprint of the exact request sent to ServiceNow
- ServiceNow's reply: what it created or changed
- One entry in the evidence chain, linked to the one before
Try this in the sandbox
Run the whole flow with test data in your sandbox, then connect a ServiceNow test account before you go live.
For developers
Technical detail
ServiceNow Table API: incidents, problems, changes, requests, tasks, approvals, SLAs, users, groups, CMDB and knowledge, with work notes and draft changes.
ServiceNow API docs- Source actions
- 54
- Destination actions
- 17
- Data types
- 29
What you can map
Reads are always available. Writes are off until you switch them on for a connection, and governed writes follow your policies.
Approvals2
- Get approvalSource
One approval by sys_id.
- List approvalsSourceIncremental
Approval records for changes, requests and requested items, with approver and state. Read only: Nexra never approves or rejects. Ordered by last update for incremental sync.
Attachments1
- List attachmentsSource
Attachment metadata for a record; file contents are not transferred.
Business services2
- Get serviceSource
One service by sys_id.
- List servicesSourceIncremental
Business and technical service CIs with criticality and classification. Ordered by last update for incremental sync.
Catalog tasks2
- Get catalog taskSource
One catalog task by sys_id.
- List catalog tasksSourceIncremental
Catalog fulfilment tasks (SCTASK) with their requested item and request. Ordered by last update for incremental sync.
Change requests4
- Create change requestDestinationNot retried automaticallyApproval before production
Creates a change request. Business rules and assignment rules run as for a form submission.
- Get change requestSource
One change request by sys_id.
- List change requestsSourceIncremental
Change requests with type, risk, planned window, plans and approval state. Ordered by last update for incremental sync.
- Update change requestDestinationProvider duplicate protectionApproval before production
Updates a change request by sys_id. Comments and work notes are appended to the journal.
Change tasks2
- Get change taskSource
One change task by sys_id.
- List change tasksSourceIncremental
Change tasks (CTASK) with their change request and planned window. Ordered by last update for incremental sync.
Ci relationships2
- Get CI relationshipSource
One CI relationship by sys_id.
- List CI relationshipsSourceIncremental
CMDB relationships between a parent and child CI with the relationship type. Ordered by last update for incremental sync.
Companies2
- Get companySource
One company by sys_id.
- List companiesSourceIncremental
Companies (customers, vendors and manufacturers) with address and parent. Ordered by last update for incremental sync.
Configuration items4
- Create configuration itemDestinationNot retried automaticallyApproval before production
Creates a configuration item. Business rules and assignment rules run as for a form submission.
- Get configuration itemSource
One configuration item by sys_id.
- List configuration itemsSourceIncremental
CMDB configuration items with class, status, ownership and identifiers. Ordered by last update for incremental sync.
- Update configuration itemDestinationProvider duplicate protectionApproval before production
Updates a configuration item by sys_id. Comments and work notes are appended to the journal.
Departments2
- Get departmentSource
One department by sys_id.
- List departmentsSourceIncremental
Departments with head, parent department, company and cost centre. Ordered by last update for incremental sync.
Draft changes1
- Create draft change requestDestinationNot retried automaticallyApproval before production
Creates a change request in the New state (-5) for review. State, approval and customer-visible comments cannot be set, so the change is never assessed, authorised, scheduled or implemented by Nexra.
Group members2
- Get group membershipSource
One group membership by sys_id.
- List group membershipsSourceIncremental
Which users belong to which groups. Read only: memberships are never changed. Ordered by last update for incremental sync.
Groups2
- Get groupSource
One group by sys_id.
- List groupsSourceIncremental
Assignment and user groups with manager, parent group and type. Ordered by last update for incremental sync.
Incident tasks2
- Get incident taskSource
One incident task by sys_id.
- List incident tasksSourceIncremental
Incident tasks (TASK) with their parent incident. Ordered by last update for incremental sync.
Incidents4
- Create incidentDestinationNot retried automaticallyApproval before production
Creates a incident. Business rules and assignment rules run as for a form submission.
- Get incidentSource
One incident by sys_id.
- List incidentsSourceIncremental
Incidents with caller, category, assignment, impact and resolution fields. Ordered by last update for incremental sync.
- Update incidentDestinationProvider duplicate protectionApproval before production
Updates a incident by sys_id. Comments and work notes are appended to the journal.
Journal entries1
- List comments and work notesSourceIncremental
Additional comments and work notes recorded on a record, oldest first.
Knowledge articles3
- Get knowledge articleSource
One knowledge article by sys_id.
- List knowledge articlesSourceIncremental
Knowledge articles with knowledge base, category, workflow state and validity. Ordered by last update for incremental sync.
- Search knowledge articlesSource
Knowledge articles whose title contains a keyword, optionally only published ones in one knowledge base.
Knowledge bases2
- Get knowledge baseSource
One knowledge base by sys_id.
- List knowledge basesSourceIncremental
Knowledge bases with owner and active flag. Ordered by last update for incremental sync.
Locations2
- Get locationSource
One location by sys_id.
- List locationsSourceIncremental
Locations with address, coordinates, parent location and company. Ordered by last update for incremental sync.
Problem tasks2
- Get problem taskSource
One problem task by sys_id.
- List problem tasksSourceIncremental
Problem tasks (PTASK) such as root-cause analysis, with their problem. Ordered by last update for incremental sync.
Problems4
- Create problemDestinationNot retried automaticallyApproval before production
Creates a problem. Business rules and assignment rules run as for a form submission.
- Get problemSource
One problem by sys_id.
- List problemsSourceIncremental
Problems with root cause, workaround, fix and known-error flags. Ordered by last update for incremental sync.
- Update problemDestinationProvider duplicate protectionApproval before production
Updates a problem by sys_id. Comments and work notes are appended to the journal.
Records4
- Create table recordDestinationNot retried automaticallyApproval before production
Creates a record in an allow-listed table from field values.
- Get table recordSource
One record from an allow-listed table by sys_id.
- List table recordsSourceIncremental
Records from an allow-listed table, filtered by validated conditions.
- Update table recordDestinationProvider duplicate protectionApproval before production
Updates fields of a record in an allow-listed table by sys_id.
Requested items3
- Get requested itemSource
One requested item by sys_id.
- List requested itemsSourceIncremental
Service catalog requested items (RITMs) with catalog item, requester and stage. Ordered by last update for incremental sync.
- Update requested itemDestinationProvider duplicate protectionApproval before production
Updates a requested item by sys_id. Comments and work notes are appended to the journal.
Requests2
- Get requestSource
One request by sys_id.
- List requestsSourceIncremental
Service catalog requests (REQ) with requester, request state and approval. Ordered by last update for incremental sync.
Servers2
- Get serverSource
One server by sys_id.
- List serversSourceIncremental
Server CIs with operating system, host name and capacity. Ordered by last update for incremental sync.
Task slas2
- Get task SLASource
One task SLA by sys_id.
- List task SLAsSourceIncremental
SLA instances attached to tasks, with stage, breach flag and elapsed percentage. Ordered by last update for incremental sync.
Tasks4
- Create taskDestinationNot retried automaticallyApproval before production
Creates a task. Business rules and assignment rules run as for a form submission.
- Get taskSource
One task by sys_id.
- List tasksSourceIncremental
Records from the task table and its extensions, with their class name. Ordered by last update for incremental sync.
- Update taskDestinationProvider duplicate protectionApproval before production
Updates a task by sys_id. Comments and work notes are appended to the journal.
Users5
- Create userDestinationNot retried automaticallyApproval before production
Creates a user. Business rules and assignment rules run as for a form submission.
- Get userSource
One user by sys_id.
- List usersSourceIncremental
Users with contact details, department, manager and location. Ordered by last update for incremental sync.
- Search usersSourceIncremental
Users whose user ID or employee number starts with a value, or who belong to a department. Email and phone lookups are deliberately not offered here, so no personal contact data is placed in the URL.
- Update userDestinationProvider duplicate protectionApproval before production
Updates a user by sys_id. Comments and work notes are appended to the journal.
Work notes1
- Add work noteDestinationNot retried automaticallyApproval before production
Appends an internal work note to a task record. Work notes are visible to fulfillers only and are not emailed to the caller.
Access and limits
- Authentication
- Integration user (basic) or OAuth refresh token
- Plans and access
- All ServiceNow instances with the ITSM applications in use. Access follows the integration user's roles and ACLs (for example itil, change_manager, user_admin, asset). Instances can restrict inbound REST by IP or rate-limit rules.
- Test environment
- A free Personal Developer Instance (developer.servicenow.com) works for testing.
- Rate limits
- Instance-defined inbound REST rate limit rules; HTTP 429 with Retry-After when exceeded. Semaphore limits apply to concurrent requests.
- Pagination
- sysparm_offset and sysparm_limit, ordered by sys_updated_on then sys_id.
- Provider events
- Business rules or Flow Designer with outbound REST messages. Flows run on demand, on a schedule, or when a scheduled check finds new or changed records.
Before you build a flow
- Records are never deleted by Nexra, and roles, ACLs and group memberships are never changed: sys_user_has_role, sys_user_grmember and ACL tables are outside every write allow-list.
- Encoded queries (sysparm_query) are built only from validated values: ServiceNow has no quoting syntax, so every value is checked against its field pattern and refused if it contains ^ or a line break. Operations added in the deepening pass take no free-form conditions.
- Requests (sc_request) are read only; new requests should go through the Service Catalog. Approvals are read only: Nexra never approves or rejects.
- Attachments are listed as metadata only; file contents are not downloaded or uploaded.
- Generic record operations are limited to an allow-list of ITSM, CMDB and directory tables; system (sys_) fields cannot be written.
- sys_updated_on filters are interpreted in the integration user's time zone; set the user's time zone to UTC for exact incremental sync.
- Requested items are updated only; new requests should go through the Service Catalog.
- OAuth access tokens are cached per connection; if the instance rotates refresh tokens, the rotated token is not written back, so keep the default non-rotating refresh token lifespan.
- Creates have no idempotency key; uncertain writes are not repeated automatically. Use correlation_id on incidents to detect duplicates.
Developer reference
- Create the ServiceNow credentials described above with the narrowest permissions your flows need.
- In Nexra, open Connect, then Connections, then New connection, choose ServiceNow, enter its settings and credentials, and tick only the write actions you need. Connection guide
- Test the connection, then use its actions as flow sources and destinations. Flow guide
Machine-readable detail: GET /api/public/connect/connectors/servicenow and the Connections API.